In response to [redacted] complaint, we would like to state the following:After review of multiple internal documents, including the notation of the amount of money received, we fully believe that the customer is not being truthful about the down payment put forth on his vehicle. After nearly...
a thousand transactions this year, and many thousands more in the past five years- we have never had an issue such as this one. To suggest that we would mislead or lie to a customer about a payment received on a vehicle is completely untrue and 100% unfounded. However, as a sign of goodwill towards the customer- we chose to forgive this debt and move forward in our business with [redacted]. In regards to [redacted] complaint of services promised not performed, we have attached a copy of [redacted] "We Owe" document as signed by him on the date of the vehicle sale, October 10th. As stated, we repaired a tire issue for the customer at the time of sale. His paperwork reads "Check tire clicking when stops full tire."The "We Owe" document is utilized in every vehicle sale to eliminate miscommunication between any of our departments and the customer themselves. Upon [redacted] returning for additional work after the vehicle sale, our service manager consulted with him and determined that the issue he was requesting to be fixed was not, in any form, clear and in writing. It was EXPLICITLY stated to [redacted] that if he had a verbal promise that was not noted in writing from a salesperson or manager, that he should confer with them. The manager that he had dealt with at the time of sale was not available until the next working week. [redacted] was instructed to return at that time and failed to do so. [redacted] was NEVER denied service. He reviewed the document that is attached with the service manager and agreed himself, in his own words, that the document he had signed was not worded clearly nor was it clear to understand. At the time it was made extremely clear to [redacted] the next steps he needed to take in order to ensure we could address his issue. All [redacted] was asked to do was clarify this miscommunication with the sales manager he dealt with. [redacted] failed to do so.
Complaint: Customer Service Issues- 2006 Murano Response: We apologize for the inconvenience that you experienced after the purchase of your 2006 Nissan Murano. As a company policy, we offer to every customer the opportunity to protect their investment with a vehicle service contract in case a...
customer experiences mechanical issues. Our sales staff offered to Mrs. [redacted] the ability to purchase a service protection, but she declined the assistance. We also encouraged Mrs. [redacted] to have the vehicle inspected by an outside party of her choosing prior to the purchase, which was also refused. In addition, our service department offered assistance in reducing the price of replacing a transmission to 10% above cost of labor and parts. We have been working to resolve this issue but cannot further comment due to legal representation.
[redacted], we understand your concerns, but please understand the situation, as your warranty is completely not the issue. We apologize for the inconvenience of the transmission breakdown, but the warranty has covered it completely. The issue here is strictly that your transmission repair was completed...
in alotted time that your warranty allowed and rental car was to be brought back, we contacted you 7 times thru your work, home, cel, and email to bring the rental car back. Enterprise rent a car has contacted you several times as well. You chose to completely ignore all contacts. After one week, enterprise reported the car stolen and dispatched a professional repo company, still upon face to face contact, you chose to be irrate with them!. We understand the frustration regarding your transmission and worked with very hard to alleviate any inconvenience, but you caused this legal situation
[redacted], We apologize for the experience. Please understand that we pull autocheck at time of purchase/tradein and share that information with our customers. There are sometimes that information update to autocheck a bit later and we have no control over that. Every car has been inspected and we...
would not put any customer in any situation that would jeopardize their safety. Bring that civic back and we will buy it at alot more than they paid you, you have been had and they are scaring to get the numbers low.
[redacted], we truly apologize for the inconvenience and trouble that you had with your truck. It is our policy that all promises made to customer are written only and we have pulled the we owe you form that you signed indocating that there were no promises or owed items at time of delivery. However,...
please feel free to call me directly, [redacted] as I would like to personally look through these issues and see how we can assist. Thank you
First like to apologize for the situation. We understand the frustration and as we have kept in contact over the phone and by email on a weekly basis the vehicle turned out to have more issues as we initially anticipated. We have communicated the details of the issues and has extended...
the offer to back you out of the deal and refund your deposit. We do stand behind our product and work very hard to satisfy every customer. Iin this situation being an old car with a lot of miles ( which we don't typically deal with )we anticipated to do only a tuneup but turned out that the vehicle has engine issues , then we replaced the engine and ended up having more problems with the computer system and we have communicated every bit of the details along this process. Please understand that we were not giving you the runaroundme but the problem turned out to be more complicated than initially anticipated, and we did not want to hand over a bad problem to you. We regret that we lost a opportunity to serve you and hope that you consider us for future reference. Your check will be in the mail tomorrow April 23. You also find in our system a coupon for a free oil change applicable to any car of your choice. If I can be of any further help please feel free to contact me personally at [redacted] and my name is ** I'm a general manager.Thank you
[redacted], we truly apologize for the issues that you had experienced with the Mini Cooper that you purchased. As we discussed, we have attempted to discuss with you that we have provided you with a free warranty at the time of purchase to cover power-train components and it is valid nationwide....
As we advised, please proceed to making a claim against the warranty. We understand that it is inconvenient but it is only solution to get your vehicle in running condition.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear [redacted] we respect your opinion and regret that you feel that way. Like you mentioned since the beginning we have worked very hard to resolve your issues and ensure a great experience. We have done the initial repairs at no cost to you and have promised you to waive half off your...
deductible toward any extended service contract claim. In the situation we have tried to explain to you that the documents you were signing was an authorization to allow us to diagnose the problem presented and that our labor rate is $98 an hour. We also tried to inform you that the agnostic is usually covered by the extended service contract for any covered claims and that we are still going to honor a promise for half off the deductible which is only $50 unless there is any uncovered item under your service contract which you have to pay additional, but truly did not anticipate any uncovered items as you have a bumper to bumper coverage( we stated normal disclaimer required by law). We tried to handle the situation in the best feasible way and have tried to explain this five or six times and we have informed you that we will be happy to cancel your extended service contract and refund the unused portion and if you're not happy but you continued making unreasonable demands to return the vehicle... Then you informed us that you have recorded the whole conversation and we advised you that you are breaking the law as recorded conversation require prior consent. Truly, we understand your frustration and still willing to help you resolve your issues, but please understand that we have to work within the rules and guidelines.
[redacted], we are truly sorry for the situation. We do admit that the sales person was not well educated about the warranty restriction due to the modification. When the policy was issued to you, the sales manager was not aware of the situation, which is our internal issue that we have set up multple...
trainings and guidelines to avoid any future reoccurence. Few weeks later, upon your contact, we tried to help you handle and inspect the car, but you had a preference of another facility, which we had no issues with. Based on the warranty claim filed, the determination was mad that the engine was severely damaged and the warranty was being denied due to the heavy modification. we tried to work with the warranty company but it is truly within their guidelines and could not change the decision. The car was heavily modified to generate a lot of power and was definitely driven very hard in a short period of time after leaving the dealership to generate such an extensive damage. we are not to point blame, but at that point, we could not admit responsibility to the full damage due to your handling of the vehicle, but offered a significant goodwill adjustment to help resolve the issue but you refused. our offer is still valid for your consideration
In response to [redacted] complaint, we would like to state the following:After review of multiple internal documents, including the notation of the amount of money received, we fully believe that the customer is not being truthful about the down payment put forth on his vehicle. After nearly...
a thousand transactions this year, and many thousands more in the past five years- we have never had an issue such as this one. To suggest that we would mislead or lie to a customer about a payment received on a vehicle is completely untrue and 100% unfounded. However, as a sign of goodwill towards the customer- we chose to forgive this debt and move forward in our business with [redacted]. In regards to [redacted] complaint of services promised not performed, we have attached a copy of [redacted] "We Owe" document as signed by him on the date of the vehicle sale, October 10th. As stated, we repaired a tire issue for the customer at the time of sale. His paperwork reads "Check tire clicking when stops full tire."The "We Owe" document is utilized in every vehicle sale to eliminate miscommunication between any of our departments and the customer themselves. Upon [redacted] returning for additional work after the vehicle sale, our service manager consulted with him and determined that the issue he was requesting to be fixed was not, in any form, clear and in writing. It was EXPLICITLY stated to [redacted] that if he had a verbal promise that was not noted in writing from a salesperson or manager, that he should confer with them. The manager that he had dealt with at the time of sale was not available until the next working week. [redacted] was instructed to return at that time and failed to do so. [redacted] was NEVER denied service. He reviewed the document that is attached with the service manager and agreed himself, in his own words, that the document he had signed was not worded clearly nor was it clear to understand. At the time it was made extremely clear to [redacted] the next steps he needed to take in order to ensure we could address his issue. All [redacted] was asked to do was clarify this miscommunication with the sales manager he dealt with. [redacted] failed to do so.
Complaint: Customer Service Issues- 2006 Murano Response: We apologize for the inconvenience that you experienced after the purchase of your 2006 Nissan Murano. As a company policy, we offer to every customer the opportunity to protect their investment with a vehicle service contract in case a...
customer experiences mechanical issues. Our sales staff offered to Mrs. [redacted] the ability to purchase a service protection, but she declined the assistance. We also encouraged Mrs. [redacted] to have the vehicle inspected by an outside party of her choosing prior to the purchase, which was also refused. In addition, our service department offered assistance in reducing the price of replacing a transmission to 10% above cost of labor and parts. We have been working to resolve this issue but cannot further comment due to legal representation.
[redacted], we understand your concerns, but please understand the situation, as your warranty is completely not the issue. We apologize for the inconvenience of the transmission breakdown, but the warranty has covered it completely. The issue here is strictly that your transmission repair was completed...
in alotted time that your warranty allowed and rental car was to be brought back, we contacted you 7 times thru your work, home, cel, and email to bring the rental car back. Enterprise rent a car has contacted you several times as well. You chose to completely ignore all contacts. After one week, enterprise reported the car stolen and dispatched a professional repo company, still upon face to face contact, you chose to be irrate with them!. We understand the frustration regarding your transmission and worked with very hard to alleviate any inconvenience, but you caused this legal situation
[redacted], We apologize for the experience. Please understand that we pull autocheck at time of purchase/tradein and share that information with our customers. There are sometimes that information update to autocheck a bit later and we have no control over that. Every car has been inspected and we...
would not put any customer in any situation that would jeopardize their safety. Bring that civic back and we will buy it at alot more than they paid you, you have been had and they are scaring to get the numbers low.
[redacted], we truly apologize for the inconvenience and trouble that you had with your truck. It is our policy that all promises made to customer are written only and we have pulled the we owe you form that you signed indocating that there were no promises or owed items at time of delivery. However,...
please feel free to call me directly, [redacted] as I would like to personally look through these issues and see how we can assist. Thank you
First like to apologize for the situation. We understand the frustration and as we have kept in contact over the phone and by email on a weekly basis the vehicle turned out to have more issues as we initially anticipated. We have communicated the details of the issues and has extended...
the offer to back you out of the deal and refund your deposit. We do stand behind our product and work very hard to satisfy every customer. Iin this situation being an old car with a lot of miles ( which we don't typically deal with )we anticipated to do only a tuneup but turned out that the vehicle has engine issues , then we replaced the engine and ended up having more problems with the computer system and we have communicated every bit of the details along this process. Please understand that we were not giving you the runaroundme but the problem turned out to be more complicated than initially anticipated, and we did not want to hand over a bad problem to you. We regret that we lost a opportunity to serve you and hope that you consider us for future reference. Your check will be in the mail tomorrow April 23. You also find in our system a coupon for a free oil change applicable to any car of your choice. If I can be of any further help please feel free to contact me personally at [redacted] and my name is ** I'm a general manager.Thank you
[redacted], we truly apologize for the issues that you had experienced with the Mini Cooper that you purchased. As we discussed, we have attempted to discuss with you that we have provided you with a free warranty at the time of purchase to cover power-train components and it is valid nationwide....
As we advised, please proceed to making a claim against the warranty. We understand that it is inconvenient but it is only solution to get your vehicle in running condition.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear [redacted] we respect your opinion and regret that you feel that way. Like you mentioned since the beginning we have worked very hard to resolve your issues and ensure a great experience. We have done the initial repairs at no cost to you and have promised you to waive half off your...
deductible toward any extended service contract claim. In the situation we have tried to explain to you that the documents you were signing was an authorization to allow us to diagnose the problem presented and that our labor rate is $98 an hour. We also tried to inform you that the agnostic is usually covered by the extended service contract for any covered claims and that we are still going to honor a promise for half off the deductible which is only $50 unless there is any uncovered item under your service contract which you have to pay additional, but truly did not anticipate any uncovered items as you have a bumper to bumper coverage( we stated normal disclaimer required by law). We tried to handle the situation in the best feasible way and have tried to explain this five or six times and we have informed you that we will be happy to cancel your extended service contract and refund the unused portion and if you're not happy but you continued making unreasonable demands to return the vehicle... Then you informed us that you have recorded the whole conversation and we advised you that you are breaking the law as recorded conversation require prior consent. Truly, we understand your frustration and still willing to help you resolve your issues, but please understand that we have to work within the rules and guidelines.
[redacted], we are truly sorry for the situation. We do admit that the sales person was not well educated about the warranty restriction due to the modification. When the policy was issued to you, the sales manager was not aware of the situation, which is our internal issue that we have set up multple...
trainings and guidelines to avoid any future reoccurence. Few weeks later, upon your contact, we tried to help you handle and inspect the car, but you had a preference of another facility, which we had no issues with. Based on the warranty claim filed, the determination was mad that the engine was severely damaged and the warranty was being denied due to the heavy modification. we tried to work with the warranty company but it is truly within their guidelines and could not change the decision. The car was heavily modified to generate a lot of power and was definitely driven very hard in a short period of time after leaving the dealership to generate such an extensive damage. we are not to point blame, but at that point, we could not admit responsibility to the full damage due to your handling of the vehicle, but offered a significant goodwill adjustment to help resolve the issue but you refused. our offer is still valid for your consideration